We are an ambitious, fast-growing iGaming company delivering high-quality entertainment and an exceptional player experience across Tier 1 and Tier 2 European markets. As we scale, we are looking for a commercially minded Head of Customer Support & Success to build and lead a function that does more than answer tickets. It will protect player satisfaction, drive deposits and retention, and operate as a revenue-generating part of the business.
Your Mission
You will own the design, leadership and continuous optimisation of our Customer Support & Success operation. You will combine lean processes, hands-on AI and automation, and data-driven player engagement to deliver faster, better service at scale.
Your Key Responsibilities
Leadership & Operations
Build and manage a lean, technology-driven, multilingual Customer Support department, with full ownership of structure, processes and performance.
Recruit, train, mentor and quality-check agents and team leads. Establish performance management, retention and personal and departmental KPI baselines.
Build strong, business-oriented collaboration with Platform, Development, BI, Marketing, Promo, Product and third-party partners.
Design and implement transparent support procedures, policies and standards.
Commercial Processes
Launch, review and refine the processes covering:
Sales and deposit conversion via Live Chat, Phone, SMS and Messenger Apps, including payment method suggestions, failed-deposit resolution and KYC collection
Player onboarding and activation, and pre-VIP / VIP reach-outs
Upsell and cross-sell, with scripts and coaching, in coordination with Marketing, Promo and Product
Player reactivation, retention and loyalty workflows
Emergency and non-standard situation handling
Critical issue reporting, escalation and resolution
Product reputation: monitoring social media and review platforms
Technology, AI & Automation
Implement and configure Live Chat, ticketing and omni-channel CRM systems that pool player data for effective service.
Hands-on implementation of automations, support bots, multilingual self-service guides and AI-driven support solutions to handle critical load.
Introduce AI-based QA of service quality.
Develop player profiling, data-driven personalisation and new engagement and re-engagement formats. Contribute to UX/UI and product development through player research and feedback.
Knowledge, Measurement & Reporting
Create and maintain a knowledge base for onboarding, training and daily operations, with documented workflows for internal procedures and external collaborations.
Define, monitor and report main and secondary KPIs, plus department-level business-impact metrics, with transparent tracking of initiatives and their financial outcomes.
Partner with BI on reliable reporting and data-informed decision-making.
What We're Looking For
Proven leadership in Customer Support / Success within iGaming, ideally in European T1/T2 markets
Track record of building and scaling efficient, tech-enabled support teams
A commercial mindset, with experience turning support into a driver of deposits, retention and VIP development
Hands-on experience implementing CRM, Live Chat, ticketing, telephony and omni-channel solutions
Practical experience deploying automation, chatbots and AI tools in support operations
Data-driven approach, with experience building KPI frameworks and business-impact reporting
Excellent communication skills and the ability to influence cross-functional stakeholders
Player-centric approach that balances empathy with commercial acumen
Familiarity with best practice from leading iGaming operators is a plus
Upper-Intermediate English; additional European languages are a bonus
Why Join Us?
Shape the player experience of a high-growth iGaming brand
Full ownership: build and redesign the department your way
A real mandate to innovate with AI and automation
Work with an international, ambitious team
Competit
